Issue type icons missing in Jira Service Desk Cloud

[Paul Fechner]

My issue type icons in Jira Service Desk Cloud are missing.  See attached.  This is a fresh install with no customisations.

Any ideas?

[Markus Büttgenbach]

Same issue here. Definitely not a client side problem.

Opening the icon url in a new tab gives:



Issue likely originated after importing data from a JIRA instance without Service Desk installed. I didn't knew the import overrides the entire instance configuration. After discovering this, I restored from a backup taken prior to the import. The problem appears to have started after this restoration process.

Any idea how to get the icons back on the instance?

[Paul Fechner]

@Petter Gonçalves do you have any ideas?  Do i need to raise a ticket?

[Petter Gonçalves]

Hello @Paul Fechner

Thank you for reaching out.

Currently, I was not able to find any reported bug that causes the icons of specific issue types to be not displayed in Jira Cloud. Also, the view displayed in your screenshot display  just fine for me:

That being said, please provide us the details below so we can better troubleshoot the problem:

1 - What is the browser you are currently using? Can you please clear your browser cache, access the page in incognito mode and use a different browser to see if the problem still reproducing?

2 - Is the problem happening in other views or only in the request type page?

3 - Can you navigate to Jira Settings > Issues > Issue types and check if the Service Request is not uploaded with a custom issue type icon?

4 - Can you confirm if the same problem is happening to other users on your site?

5 - Is the problem happening to other issue types or only for Service Request?

6 - Provide us with any errors returned in the Javascript console of your browser

Let us know if you have any questions and what results you got from the steps above.

[Paul Fechner]

Hi Petter

1 - What is the browser you are currently using? Can you please clear your browser cache, access the page in incognito mode and use a different browser to see if the problem still reproducing?  I have tried Chrome and the new edge using the private/incognito mode.  Same problem

2 - Is the problem happening in other views or only in the request type page? All views

3 - Can you navigate to Jira Settings > Issues > Issue types and check if the Service Request is not uploaded with a custom issue type icon? All Service Desk issues are not displaying the correct avatar.  Could this be because we trialed serviced on our Jira Server environment last year before migrating to cloud?  Can you reset the avatars to be the default jira service desk cloud images?

4 - Can you confirm if the same problem is happening to other users on your site? all

5 - Is the problem happening to other issue types or only for Service Request? all Jira Service Desk issue types 

6 - Provide us with any errors returned in the Javascript console of your browser

Let us know if you have any questions and what results you got from the steps above.